Wananchi Group Retention Executive Jobs in Kenya

Wananchi Group Retention Executive Jobs in Kenya

Job Purpose / Summary

  • To support and retain our current subscribers using selling techniques in order to achieve customer reconnection targets.

  • Educate customers on competitive pricing and product information; assist the customer in comparing and contrasting our products versus competition.

  • A customer-centric mindset is necessary in order to ensure long-term customer satisfaction.

    Key Roles

  • Handle outbound disconnect/downgrade calls from existing customers

  • Responsible for skillfully retaining customers through positive relationship building

  • Diffuse the irate customer situation by utilizing strong listening skills and probing techniques

  • Identify reason(s) for disconnect and overcome objections in an effort to retain the customer

  • Save and re-sell the value of our products and services by properly aligning their features, benefits and price with the needs of our customers

  • Effectively transition from the save to upgrading the customer to additional products and services

  • Provide exceptional customer care across all call types including escalations, technical support and billing

  • Track the primary reasons for requests to disconnect service in specific geographic areas by competition and forward the information to the appropriate departments for further investigation

  • Take ownership of customers’ concerns and act as a primary contact, providing name and telephone extension to help build confidence

  • Report customer problems to escalation departments to ensure customer satisfaction

  • Maintain knowledge of all marketing campaigns, competitive campaigns/pricing, save offers, and make appropriate use of campaigns/save offers in retaining customers
    Provide explanation and interpretation of billing system information

  • Adhere to
    productivity metrics to ensure all calls are handled in a timely and efficient manner


  • Experience over 1 year in a Retention/Churn team in a Telco company

  • Customer-centric mentality & passion for the customer

  • Must have ability to complete all work

    Preferred Skills / Qualifications

  • Effective listening skills with high level of empathy

  • Effective verbal communication skills, including grammar and tone

  • Ability to probe and correctly identify customer needs/concerns.

  • Strong Problem solving ability

  • Exceptional sales skills in order to save and upgrade customers

  • Proven ability in objection handling techniques

  • Ability to deal with rejection

  • Manage confrontation and remain confident

  • Ability to provide complete customer service, overcome customer objections and retain customers.

    How to Apply

  • Interested candidates to send updated CV to
    recruit@ke.wananchi.com with job the title ”NOC Engineer” as the respective subject line not later than 15th September, 2020.

  • Wananchi Group is an equal opportunity employer and offers competitive remuneration and benefits to the right candidate.

  • Canvasing will lead to automatic disqualification.

  • Only short-listed candidates will be contacted.

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